Telephony system with supervisory management center and parameter testing with alerts

ABSTRACT

A smart telecommunications supervisor management workstation with monitoring system provides real-time operation statistics and graphical representation of system operation in real time. A standardized graphic user interface and a mouse-driven point and click user friendly interface minimize keyboard entry. A management workstation also generates reports using off-the-shelf spreadsheet packages incorporates data management functions via a highly refined user interface. The management workstation comprises an integrated system for generating alerts based on user-defined criteria for database information. Color-coded or shaded monochrome displays provide ease of viewing. Extensive use of icons allows quick identification and selection of management control functions.

This application is a continuation of application Ser. No. 07/706,251,filed May 28, 1991, now U.S. Pat. No. 5,381,470.

FIELD OF THE INVENTION

The present invention relates to supervisor management systems and, inparticular, to a supervisor management workstation in a telephoneinformation database system.

BACKGROUND OF THE INVENTION

Automated telephone systems are known which coordinate and optimizeperformance of operators of facilities for out-dialing large volumes oftelephone calls and receiving large volumes of telephonic requests forinformation. Such systems typically involve a plurality of operatorsusing telephones and operating terminals connected to computerizedtelephone management systems, called autodialers, which improve theefficiency of operations with high volume outbound calling requirements.Computerized autodial systems increase operator or agent productivitysignificantly and provide management with a tool for streamlining andcontrolling operations. These systems automatically place outbound callsfrom a predetermined list of phone numbers and keep track of no answers,busy signals, and other line conditions and connect live calls to anagent who is simultaneously furnished a data screen having informationregarding the account of the phone number reached. In high volumecalling operations, such as collections, direct telephone sales, fundraising and market research/polling, among others, these systems provideflexibility in the rate of call placement and can provide significantdata management options.

Typical autodialing systems compile statistics relating to callscheduling, such as number of calls made per agent, average talk timeand number of unanswered calls. Such information is typically maintainedin a database in the autodialing system and can be compiled and massagedfor batch report generation. Thus, reports based on statistics compiledby the automated out-dial system typically are not available tomanagement until all data is transferred, received and processed at theend of a calling campaign. Such systems are of limited efficacy inkeeping a supervisor apprised of the success or progress, or lackthereof, of an in-progress campaign.

SUMMARY OF THE INVENTION

A smart telecommunications supervisor management workstation is providedwhich has capabilities for accessing real-time operation statistics andproviding graphical representation of system operation in real time sothat a supervisor can be fully apprised of the progress of a runningcampaign and can make decisions or effectively implement strategiesnecessary to optimize productivity and effectiveness.

According to the invention a management workstation comprises anintegrated system for generating alerts based on management/user-definedcriteria relating to stored system parameter and campaign performanceinformation or events. The system supervisor can specify events andconditions which will trigger real-time notification or "alert" when auser defined condition exists between a system parameter and a receivedparameter event. The "alert" can be in the form of an audible tone, or ascreen message. Optionally, a user-defined program or "script" can beinvoked upon detection of the alert, to direct the system to perform inaccordance with a predetermined response. The management workstationaccording to the invention also provides the capability of generatingreports using off-the-shelf spreadsheet packages and incorporates datamanagement functions via a highly refined user interface.

Features of the invention include a standardized graphic user interfaceand a mouse-driven point and click user friendly interface minimizingkeyboard entry. Color-coded or shaded monochrome displays provide easeof viewing while extensive use of icons allows quick identification andselection of management control functions.

DESCRIPTION OF THE DRAWING

FIG. 1 is a block diagram of a data processing device 2 such as acomputerized autodial system having a supervisory management centerterminal according to the invention;

FIG. 2 is a block diagram of a smart management center implementing thesupervisory management system;

FIGS. 3A-3E are menu screens for invoking alerts from the smartmanagement center;

FIGS. 4A and 4B are flow diagrams of the alerts function in the systemof FIG. 1;

FIGS. 5A-5Z and 5A-1 are on-line instructional manual informationalpages explicating alerts features and operation;

FIGS. 6A-6C are illustrations of alert notifications; and

FIG. 7 is a block diagram of one embodiment of the monitoring system ofthe present invention.

Further information about the alerts function according to the inventionis presented in Appendix\I attached hereto and hereby incorporated byreference.

DETAILED DESCRIPTION OF THE INVENTION

Referring now to one embodiment of the present invention shown in FIG.1, a data processing device 2 such as a computerized autodialing system,typically used in high volume out-dialing environments such ascollection departments, incorporates a computerized autodialer 10, asthe hub of the automated system. A plurality of agent terminals 12A,12B, 12C are connected to the computerized autodialer whichautomatically dials out-bound calls from a predetermined list of phonenumbers over a variable number of phone lines or trunks 14. Thecomputerized autodialer 10 generates event signals upon the occurrenceof events such as no answers, lines that are busy, network intercepts orlines answered by message machines, and connects live calls to any oneof the several agents 12A-12C over voice transmission lines 13A-13C.Upon transferring a live call to any one of the several agents, thecomputerized autodialer 10 also transfers selected data to the agentterminal over a data associated with the call transmission line 15A-15C.Alternatively, data may be transferred over any optional network line 17to the agent through a supervisor/manager terminal 18 discussedhereinafter. The furnished data may be retrieved by the autodialer 10from a host computer 16 having mass storage and database managementcapabilities. The data furnished to the agent from the host 16, throughthe computerized autodialer 10 or the supervisor/manager terminal 18,typically is account information. The account information matches or isassociated with the answered phone number processed by the autodialer10. The agent receiving the live call addresses queries and/or collectsinformation, accessing the host 16 database to store or retrieve therequired information.

The autodialer 10 continues automatically placing out-bound calls anddirecting them to available agents while generating event signals inresponse to the placed calls and also transmitting event signals whichcan be utilized to generate statistics on agent and system performance.

The supervisor/manager terminal 18 as illustrated in FIGS. 1 and 2, islinked to the computerized autodialer 10 and assists in the managementof the autodialer, and comprises an integrated monitoring system 19 forproviding the supervisor real-time access regarding the autodialersystem and the campaigns that it is processing. The supervisor/managerterminal 18 is preferably a smart terminal such as a reduced instructionset computer based parallel processing unit utilizing a UNIX OperatingSystem, such as a Sun Sparc UNIX workstation. Alternatively, other UNIXbased platforms can be used, such as a 486 based P.C. running UNIX or anIBM\RS6000, for IBM compatibility. The processor can be loaded to runoff-the-shelf software for generating the user interface and accessingthe database resident on the host 16. Preferably, the supervisor/managerterminal 18 is configured with a multiport synchronous/asynchronousinterface 20 and substantial mass storage capabilities such as a tapedrive 21 for system backup and a disk drive 22 for maintaining asupervisor/manager terminal 18 resident database. A point and clickmouse 24 having as many as three\buttons, provides a suitable userinterface to permit minimization of keyboard entries on keyboard 9. Thesupervisor/manager terminal 18 is interfaced to the computerizedautodialer 10 through the synchronous/asynchronous interface 20 to passand receive data, such as event records therebetween. A printer 26 canoptionally be dedicated to the supervisor/manager terminal 18 to providehard copy output of reports generated at the terminal using anoff-the-shelf spread sheet package. Optionally, a modem 28 can beprovided for remotely accessing the supervisor/manager terminal 18 forperforming system diagnostics and debugging from remote sites.

It is desirable to store data/information associated with the autodialer10 in a database supervised by and accessible to the supervisor/managerterminal 18. An integrated relational database of calling records, eventlogs, operator tables and all other data required for or generated fromdialing are maintained in a database 220 which is part of monitoringsystem 19, FIG. 7, and on the disk drive 22. Data files preferably aremaintained, within a relational database such as Sybase databasemanagement system, and are accessible to the autodialer 10 and the smartmanagement center supervisor/manager terminal 18 via an interactivequery language such as by standard query language (SQL) commands.

A graphical user interface facilitates data access and manipulation andprocess monitoring and control through the point and click mouse 24 userinterface which is menu and icon driven in accordance with a graphicaluser interface based on Open Windows running under the UNIX OperatingSystem. Icon features enable a supervisor, using the mouse 24, toquickly move between functions by pointing and clicking to select eitherinformation or actions available on the supervisor/manager terminal 18.

Major supervisory functions are identified on the supervisor/managerterminal 18 by icons 29, as illustrated in FIGS. 3A and 3B and furtherdiscussed hereinafter.

By pointing and clicking, for example, on the SPREADSHEET function thesupervisor has access to spreadsheet report generation capabilities inaccordance with the off-the-shelf spreadsheet available as discussedhereinbefore. The DATA MANAGEMENT icon encompasses utilities foruploading, downloading and accessing data as reports. The TOOLS iconrelates to ancillary tools such as printer control, file maintenance,and other tasks that must be accessed to facilitate dialer operations.

The OPERATIONAL STATUS icon, as the name implies, permits the supervisoraccess to all status information available on the computerizedautodialer 10. The supervisor can access for review, informationpertaining to lines used and unused, lists, operator or agent data,workstation status information and system messages. While suchinformation is available for review under the OPERATIONAL STATUS icon,any changes must be made thereto using facilities under the SYSTEMMANAGEMENT icon.

As illustrated in FIG. 3C, the SYSTEM MANAGEMENT icon 30 also providesthe supervisor access to the ALERTS function available at thesupervisor/manager terminal 18. The ALERTS function enables the systemmanager to specify events or system conditions to trigger a real-timenotification system. The manager can set monitoring traps or conditionson the supervisor/manager terminal 18 that are activated by theoccurrence or non-occurrence of specified events. The events may bedefined in accordance with computerized autodialer parameters, on a perlist basis, to monitor idle, wrap or talk times. For example,notification can be provided that the number of dropped calls hasexceeded a preset quantity or a list can be automatically suspended whenhold times exceed predefined limits. Notification is selectable and canbe by means of an audible tone through an audible display device 11and/or a screen notification (see FIGS. 6A-6C) such that the supervisorcan immediately intervene and take corrective action suited to thesituation at hand. Further, a script or userdefined program can beinvoked upon an alert to automatically intervene and implementcorrective action.

Referring now to FIGS. 3D and 3E, from the SYSTEM MANAGEMENT icon, thesupervisor can pull down a menu and select "ALERTS" whereupon the ALERTSsystem functions become accessible. ALERTS comprises a series of relatedprograms or functions. A first function permits a selectable alert to bestored in the database 220 from a file in the operating system. Thus,there is another function that manages the alerts in the database 220,facilitating deletion of alerts from the database 220. A function mustrun in the background to continually check the applicable systemparameters for satisfaction of associated parameter conditions in thedatabase 220. Finally, a notification function must be invoked uponsatisfaction of an alert to provide the selected method of notification.

An ALERTS UTILITY screen 32, as illustrated in FIG. 3E, facilitates themenu-driven, creation, modification and deletion of an alert. An alertis created by selecting one of five\active alerts from an "ACTIVEALERTS" list. Parameters for the selected alert can be established and"inserted" into the selected alert which can then be effected bydesignating that the system "apply" the alert as displayed. Point andclick commands also permit alerts to be modified and deleted. The ALERTSUTILITY screen displays list names for all calling lists, active orsuspended, which may be selected for applying an alert, at the creationof the alert. The supervisor/manager terminal\18 maintains a list ofactive alerts, which can be accessed via the ALERTS UTILITY screen andwhich are running or being checked in the background on the multitaskingUNIX processor.

A flow chart diagramming the alerts function(s) running in the systembackground is illustrated in FIGS. 4A and 4B and the block diagram inFIG. 7. As discussed hereinbefore, the database 206 management systemrecords parameter event 202 data and information 204 associated with theautodialer 10 or event data 204 internal to the monitoring systemitself. As the ALERTS UTILITY runs in the background, the database isqueried 50 for the existence of alerts that may have been created by asupervisor via the supervisor/manager terminal 18 and associated with agiven parameter, 206. When an alert is found in the database thepertinent parameter and event data/information stored in the database isqueried and a comparison of the pertinent stored parameters and receivedevent signals is done to determine if the parameter alert condition 208is satisfied 60. Such a determination is made for each alert found. Foreach alert condition satisfied, an alert notification method orcondition 210 is invoked 70 in accordance with the alert as created bythe supervisor. The supervisor/manager terminal\18 may beep and flash amessage to notify 80 that a selected alert condition has been satisfied.Upon display, notification 80, the supervisor may use the mouse to pointand click to stop the audible indicator by disabling the beeping at thesupervisor/manager terminal 18. The supervisor may temporarilydeactivate or dismiss 90 the alert for a selected period during which nofurther alerts in accordance with the particularly selected parameterswill be notified.

The alert function may, for example, be configured to activate auser-defined program or "script" 100. Scripts are listed on the ALERTSUTILITY screen when available, and are invoked by setting the notifymethod to SCRIPT. Scripts can be written which impact or trigger off ofany event selection in the ALERT event selection list. The scriptsperform a specified operation when an alert is triggered and can beassigned during the definition of an alert to an alert which will invokethe script to correct a condition. Scripts may be used, for example, toassign a time of day at which a list is suspended, or to track holdtimes and terminate calls handled by the autodialer 10 so as toaccelerate call pacing. Scripts may be standardized in accordance withsignificant parameters tracked by the autodialer 10 and maintained inthe database. Alternatively, scripts may be customized and tailored tothe particular hardware configuration and information tracking facility.

Upon receipt of an alert and invocation of a method of notification, apost alert wait time is established whereby the system will wait for apredetermined amount of time after sending an alert before checking thecondition again. Such a delay gives the supervisor time to correct acondition or to delete or modify the alert.

Alerts are modified in the same way that they are created except thatthere is a modify selection which must be made instead of the insertselection as discussed hereinbefore with respect to creating alerts. Itmay be desirable at any time to delete an active alert whereupon, themanager can select the alert from the list of alerts, as illustrated inthe ALERTS UTILITY screen and activate a delete function. The alert isthereby removed from the list and eliminated 110 from the database ofalerts as described hereinbefore.

Although only three agents 12A-12C are shown, one of ordinary skill inthe art can appreciate that such a system can serve many additionalagents and that three are shown for illustrative purposes only.

While the system management center having a monitoring system 19 withalerts capabilities according to the invention is described in thecontext of a data processing device 2 having an auto-out-dialingtelephony platform, it will be appreciated that such a system can beimplemented in the context of an automated incoming call distributionfacility or in the context of any other data processing system.

Although the ALERTS functions are described generally as functions orsoftware modules, running in the background of a multitasking processor,it will be appreciated that hardware implementations can effect thefunctions as described and that hardwired state machines,microprocessors or the like can be used in a configuration to providealerts according to the invention.

While the ALERTS system according to the invention is described asinterrelated functions for creating, managing, checking and notifyingalerts, it will be appreciated that any number of functions can be usedto effect the alerts system as illustrated.

Although the invention has been shown and described with respect toexemplary embodiments thereof various other changes, omissions andadditions in form and detail thereof may be made therein withoutdeparting from the spirit and scope of the invention.

APPENDIX I System Definitions and Help Messages

ACTIVE ALERTS LIST:

The ACTIVE ALERTS list displays all currently programmed alerts. Thesealerts may be modified or deleted, and new alerts may be inserted intothe list. (For procedures, see F1 help for DELETE, INSERT, and MODIFYcommand buttons.)

ALERT EVENT SELECTION LIST:

This list displays all of the types of events that can trigger alerts.To select a new type of event (to either modify an existing alert orcreate a new one), click on the event type with the left mouse button.(The highlighted selection will display next to the heading "ALERTevent".)

LIST NAME SELECTION LIST:

This list displays a selection of calling lists to which an alert mightapply. To select a new calling list or lists, (either to modify anexisting alert or create a new one), click on the selection with theleft mouse button. (The highlighted selection will display next to theheading "LIST name".) Note: Neither the list name selection list nor thelist name heading will display if the event type is not list-related(e.g., time of day).

AVAILABLE SCRIPTS LIST:

Scripts are programs which can be assigned to alerts to performspecified operations. When an alert is triggered, the script assigned tothe alert is invoked to correct the condition. (For example, a scriptmight be assigned to a "time of day" alert to suspend a list at acertain time of the day.) To assign a script to an alert, set the NotifyMethod to SCRIPT, then highlight the desired script in the list ofAvailable Scripts by clicking on it with the left mouse button.

RELATIONSHIP:

Click on the small triangle with the right mouse button to display theset of possible relationships (e.g., greater than, greater than or equalto, etc.) between an alert event and its alert value. To select a newrelationship (to either modify an existing alert or create a new one),click on the selection with the left mouse button. (The highlightedselection will display button. (The highlighted selection will displaynext to the heading "Relationship").

PERCENTAGE:

The percentage value (e.g. % of aborts/connects, % on hold, etc.) forthe alert is assigned here by dragging the marker along the scale withthe left mouse button.

TIME (h:m:s):

The time value (e.g., length of talk time, idle time, etc.) for thealert is assigned here. Hold the RIGHT mouse button down on the TIMEbutton to first display the hour menu. DRAG the pointer down to thedesired hours. Moving the still depressed pointer to the right displaysminutes, then seconds, etc. Release the right minutes, then seconds,etc. Release the right mouse button when the selection (hours, minutes,seconds) is correct. (Note that you do not have to specify minutes orseconds.)

NOTIFY METHOD--ALERT:

The supervisor is notified of an alert condition by a beep and a screenmessage. The supervisor is responsible for correcting the alertcondition.

NOTIFY METHOD--SCRIPT:

The supervisor is notified that an alert condition has occurred, andthat the "script" condition has occurred, and that the "script"(program) assigned to the alert is correcting the alert condition.

To select ALERT or SCRIPT, click on the small triangle with the rightmouse button to display selections, then click on the selection. IfSCRIPT is selected, assign a script to the alert by clicking on one ofthe Available Scripts with the left mouse button.

START TIME:

The time of day that the alert will become active is set here. Hold theRIGHT mouse button down on the START TIME button to first display thehour menu. DRAG the pointer down to the desired hours. Moving the stilldepressed pointer to the right displays minutes, the AM/PM. Release theright mouse minutes, then AM/PM, Release the right mouse button when theselection (hour, minute, AM/PM) is correct. (Note that you do not haveto select the minute, or the AM/PM distinction. AM is the default).(Note: If the alert is always active, select N/A--not applicable--fromthe hour menu).

STOP TIME:

The time of day that the alert will become inactive is set here. Holdthe RIGHT mouse button down on the START TIME button to first displaythe hour menu. DRAG the pointer down to the desired hour. Moving thestill depressed pointer to the right displays minutes, then AM/PM.Release the right mouse minutes, then AM/PM. Release the right mousebutton when the selection (hour, minute, AM/PM) is correct. (Note thatyou do not have to select the minute, or the AM/PM distinction. AM isthe default). (Note: If the alert is always active, select N/A--notapplicable--from the hour menu.) POST-ALERT WAIT TIME:

This is the time which the system will wait after sending an alertbefore it checks for the condition again. The purpose of the delay is togive the supervisor time to correct the condition (or delete or modifythe alert). Hold the RIGHT mouse button down on the WAIT TIME button tofirst display the 24 hour menu. DRAG button to first display the 24 hourmenu. DRAG the pointer down to the desired hour. Moving the stilldepressed pointer to the right displays minutes, then seconds. Releasethe right mouse button when the selection (hours, minutes, seconds) iscorrect. (Note that you do not have to specify minutes or seconds).

LIST NAME:

This is the list or lists (from the list name selection list) to whichthe alert applies. Note: Neither the list name selection list nor thelist name heading will display if the event type is not list-related(e.g., time of day).

APPLY:

The APPLY button enters the commands or selections currently displayedon the screen. Click on the APPLY button with the left mouse button.

DELETE BUTTON:

To DELETE an alert, first highlight the alert in the ACTIVE list, thenclick on the DELETE button with the left mouse button.

INSERT BUTTON:

To create a new alert, first highlight any existing alert (forsimplicity, choose an alert similar to the one you wish to create).Next, change any of the displayed parameters (ALERT event, Relationship,ALERT value, etc.). Once all the new values have been selected, click onthe INSErT button with the left mouse button. The new alert insertedafter the one you originally highlighted. The original remainsunchanged.

MODIFY BUTTON:

To MODIFY an alert, first highlight the alert in the ACTIVE list. Next,change any of the displayed parameters (ALERT event, Relationship, ALERTvalue, etc.). Once all the new values have been selected, click on theMODIFY button with the left mouse button. The alert will redisplay inthe active list with the new values.

PRINT BUTTON:

To print the list of active alerts, click on the PRINT button with theleft mouse button.

RESET:

The RESET button restores selections to what they were the last timethey were entered with the APPLY button. Click on the RESET button withthe left mouse button. Note that if no changes have been made since thelast time APPLY was selected, the RESET button will have no affect.

What is claimed is:
 1. A telecommunications system comprising:acomputerized telephony system generating a plurality of parameter eventsignals indicative of various parameters of said computerized telephonysystem as said various parameters occur; at least one agent terminalcoupled to said computerized telephony system, for causing saidtelephony system to generate said plurality of parameter event signalsindicative of various parameters of said telephony system and callsprocessed as said various parameters occur; and at least one supervisoryterminal responsive to at least said computerized telephony system, saidat least one supervisory terminal comprising:a processor naming anoperating system; a mass storage device, responsive to said processor,said mass storage device receiving and storing at least some of saidplurality of parameter event signals; an input device, for inputting aplurality of data signals including at least one parameter event alertsignal identifying an action to be initiated by said at least onesupervisory terminal upon the comparison of a selectabletelecommunication system parameter event with an established parameterevent alert condition and for inputting at least one selectableparameter event alert relationship signal and at least one parameterevent alert value signal, said at least one parameter event alertrelationship and at least one parameter event alert value establishingat least one parameter event alert condition to which at least onecorresponding parameter event is to be compared; a parameter event andparameter event alert associator, for associating at least one parameterevent alert with a selectable telecommunication parameter event signal;and a parameter event alert monitor, for performing a comparison of saidplurality of parameter event signals with said established at least oneparameter event alert condition, and for generating a signal indicativeof a result of said comparison, said signal for initiating said actionidentified by said at least one parameter event alert signal.
 2. Thetelecommunications system of claim 1 wherein said at least one parameterevent alert signal identifies at least one task to be executed, and saidprocessor of said at least one supervisory terminal selectably initiatesexecution of said at least one task in response to said result of saidcomparison.
 3. The telecommunications system of claim 1 wherein saidinput device inputs a plurality of parameter event alert signals, andassociates at least one of said plurality of parameter event alertsignals with at least one selected telecommunication system parameterevent.
 4. The telecommunications system of claim 1 wherein said actionidentified by said at least one parameter event alert signal includesdisplaying a graphical display on a display device of said at least onesupervisory terminal.
 5. The telecommunications system of claim 4,wherein said display device includes a CRT display.
 6. Thetelecommunications system of claim 1, wherein said action identified bysaid at least one parameter event alert signal is undertaken only at oneof a plurality of supervisory terminals.
 7. The telecommunicationssystem of claim 1, wherein said telephony system includes an automatedout-dialer.
 8. The telecommunications system of claim 1, wherein saidtelephony system includes an inbound call handler.
 9. A telephony systemwith real-time event detection and alert, comprising:a telecommunicationsystem, said telecommunication system generating a plurality ofparameter event signals indicative of various parameters of saidtelecommunication system; and a real-time monitoring system including: aparameter event signal receiver, coupled to said telecommunicationsystem, for receiving said parameter event signals as said parameterevent signals occur, each of said parameter event signals indicative ofthe occurrence of at least one corresponding parameter event occurringas a result of operation of said telecommunication system; a pluralityof parameter event alerts, each parameter event alert identifying aparameter event alert action to be initiated by said monitoring systemupon the comparison of a selectable telecommunication system parameterevent with an established parameter event alert condition; a parameterevent and parameter event alert associator, for associating at least oneselected telecommunication system parameter event with at least one ofsaid plurality of parameter event alerts; at least one selectableparameter event alert relationship and at least one selectable parameterevent alert value, for establishing at least one parameter event alertcondition to which said at least one selected telecommunication systemparameter event is to be compared; a parameter event monitor, responsiveto said received parameter event signals and to said at least oneestablished parameter event alert condition, for comparing said receivedparameter event signals with said at least one established parameterevent alert condition, and for providing at least a signal indicative ofthe detection of the occurrence of the at least one establishedparameter event alert condition as indicated by at least one of saidplurality of received parameter event signals; and a parameter eventalert initiator, responsive to said signal indicative of the detectionof the occurrence of said established parameter event alert condition,for initiating the parameter event alert action identified by eachparameter event alert associated with said at least one selectedtelecommunication system parameter event.